Using Touchpoint data in TXM

Close the loop and act on customer feedback by using this exciting integration between Touchpoint and TXM.

Note: This feature requires additional setup from Alida. If you are interested, please contact your Customer Success Manager.

You can now use Touchpoint data as a data source in the TXM Rules Engine. The overall process is as follows:

  1. In Touchpoint, create and distribute activities.
  2. In TXM, set up rules using Touchpoint activities as data sources.

    The rules specify who to follow up with, the conditions under which follow-up should occur, and which actions to trigger. You can use any screen type in the Rules Engine except for Multiple Choice Text Question.

  3. Touchpoint response data is pushed to TXM in as close to real time as possible.

    There may be a latency of up to one hour.

  4. TXM automatically creates follow-up emails, Salesforce cases, Slack messages, or other actions that are triggered by specific customer responses.

For this workflow to work, a unique identifier value must be available for activity participants:

  • If the unique identifier exists in a CRM, and you are distributing the activity on a website, you can add the identifier to the Touchpoint code snippet. Examples of unique identifiers include email, loyalty number, or client number. You may need an app developer from your organization to help you. For more information, see Touchpoint website integrations (admin version).

    The value is passed to Touchpoint and captured. The participant needs to have the activity open and be engaging with it long enough for the ID value to get passed. The pass-through happens very quickly. However, on the small chance that the respondent closes the activity too quickly, the ID value will be lost.

  • If the activity is distributed to anonymous participants through a link, you can include an Email Entry screen. This provides a unique identifier and a way of following up with participants.
Tip: If an email is triggered from the Rules Engine, you can pipe in information from Touchpoint and your CRM system to personalize the email and make it more relevant for participants.